SMX London

Evaluation Criteria

Evaluation Criteria for Call Tracking Software

Through the use of our rigorous evaluation criteria and the guidelines that we have set for call tracking software, topseos put together a list of the top call tracking tools in the industry for your benefit. Our in-depth analysis delves into the features of the call tracking software and compares them against what other competing services have to offer. We examine the call tracking software interface, its ease of integration, product features, technical support, and the reporting methods that the software provides.

There are five key areas that we focus on when dealing with evaluating and ranking call tracking software.

The GUI interface of the software-as-a-service platform should be simple for the user to use. Does the software provide navigation allowing them to easily find the features they most use? How are certain features accessed to handle call routing and advanced tracking features? Does the software provide navigation allowing them to easily find the features they most use? Are there ways to access information on multiple domains and projects easily through the main interface?

The software's ease of integration into current call systems and practices is also important. Will the client be required to make drastic changes to their call system to implement the software-as-a-service platform to provide them accurate results? Are there recommendations and instructions on how to use the software with their current call system? On the support side, is the support team willing to assist with implementation of the service on-site with an optional service?

Features of the software are compared to the features of competing software offered in the industry. How do similar features from company A compare to the features of Company B's software? Does the software provide features that allow for advanced call routing? Can the software be simplified for smaller ventures or multiple call centers? Are there different sets of features for different types of customers?

The reporting methods are also examined in order to better understand the value being provided to users of the software. How can a customer modify the way reports are created to use to their advantage? How can the reports be exported for use in progress tracking applications? Are there APIs available to allow for the client to customize their experience with the information being provided?

Finally, the quality of the support provided by the support team is weighed in. Does the support team respond quickly to the questions of both current and potential customers? How technically apt is the support team in dealing with call tracking issues? Is there a dedicated technical support team or does the support team outsource its support? How often is the support team available to its customers? Is there a large enough support team to handle the volume of support calls that are taken?

A few questions that we may ask clients of a call tracking software firm to gauge their level of expertise are:

General Queries:

  • What type of needs analysis was conducted before work initiated?
  • What type of a ROI were you anticipating, what was achieved and in what time frame?
  • What would be 3 things you would change about your experience?
  • What was your total investment?
  • Rate your overall experience (1-10; 10 being the highest).

Project Specific Queries:

  • Which specific features did you use out of the features that are offered by the software provider.
  • What was the overall voice quality of calls forwarded to each of your locations?
  • How useful were the reports provided by the software to your team?
  • Were you able to easily export information from the software to use in your marketing efforts?
  • What was your favorite feature of the call tracking software?

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